On Saturday 5th November, hackers broke into the computer systems of Tesco Bank to withdraw money out from thousands of accounts. 40,000 accounts noticed suspicious activity, while reportedly half of them lost money. Experts have called this raid one of the biggest cyber bank robberies in the nation’s history. However, the way Tesco Bank addressed the attack caused customer frustration and an adverse effect on media coverage.
So let us quickly enrol at the “Public Relations School of Hindsight” to see what was done wrong and suggest what should have been done differently!
Tesco Bank followed the steps below to take control of the situation and communicate with the cardholders. Later on, we will mention how this ironically resulted in the creation of panic and dissatisfaction.
Tesco Banks next steps will be crucial for the protection of the brand. They need to take actions that reflect a powerful and dynamic business, which is in control of its IT. Despite the hack, moving ahead with confidence will re-establish the account holder’s trust. Not only that but, it will assuring that nothing similar would occur again. Most importantly, they need to update their online security systems with a more robust technology as tangible proof that they are on top of the situation!